Community Experience Specialist

Gates Hudson; Fairfax (VA); On-site; USD 33,000 - 34,000; Full time

Job summary

Gates Hudson in Virginia seeks a Community Experience Specialist to enhance resident satisfaction by delivering personalized service and streamlining interactions through building support services and digital platforms. The role manages communications, coordinates renewals, and supports reputation management to ensure a smooth resident experience.

The position requires coordinating with the property management team, maintaining records, and supporting policy adherence while ensuring weekend

Qualifications

• Minimum of 1 year of property management experience.
• Experience with renewals and lease processes is preferred.
• Excellent written and verbal communication in a professional setting.
• Strong customer service orientation with a proactive attitude.
• Proficient in Yardi and Microsoft Office.

Responsibilities

• Maintain a positive customer service attitude and promote goodwill among residents, prospects, coworkers, and contractors.
• Respond to resident concerns and requests promptly to ensure satisfaction.
• Conduct routine resident “check-in” communications in alignment with company standards.
• Support service request follow-ups and conduct callbacks as needed.
• Maintain accurate narratives and communication records for reporting and ownership updates.
• Address incoming correspondence and complete necessary documentation in accordance with best practices.

Skills

Property management experience

Customer service orientation

Written and verbal communication

Independence and collaboration

Tools

Yardi

Microsoft Office

Job description

Department: Property Management

FLSA Status: Non-Exempt

Job Type: Full-Time

Schedule: Monday–Friday (some weekends as needed)

Position Summary

The Community Experience Specialist is responsible for enhancing resident satisfaction by delivering exceptional, personalized service and streamlining resident interactions through building support services and digital platforms. This role ensures a smooth resident experience by managing communications, coordinating renewals, and supporting reputation management efforts.

Gates Hudson Core Values

• Loyalty: We form long-lasting, genuine partnerships with each other and our clients.
• Expertise: We value and encourage ongoing education, accreditation, and experience. Our experience drives results.
• Forthcoming: We value transparent and honest relationships with no hidden agenda.
• Superior Service: Personalized service to every customer, every time. No exceptions.
• Perspective: We leverage multidisciplinary expertise to deliver practical solutions tailored to unique needs.

Key Responsibilities

Resident Communication & Support

• Maintain a positive customer service attitude and promote goodwill among residents, prospects, coworkers, and contractors.
• Respond to resident concerns and requests promptly to ensure satisfaction.
• Conduct routine resident “check-in” communications in alignment with company standards.
• Support service request follow-ups and conduct callbacks as needed.
• Maintain accurate narratives and communication records for reporting and ownership updates.
• Address incoming correspondence and complete necessary documentation in accordance with best practices.

Renewal Management & Lease Administration

• Administer renewal software and track completion of related communications and follow-ups.
• Enter approved renewal offers into Yardi, including necessary ancillary adjustments.
• Follow up on outstanding offers to secure renewals within target deadlines.
• Perform renters’ insurance audits and ensure bond policy compliance as part of the renewal process.

Online Reputation & Reporting

• Respond to online reviews and reputation-related tasks using review response platforms, independently or in consultation with the marketing team.
• Participate in online reputation management initiatives.
• Provide regular updates and accurate reporting to site teams, leadership, and ownership groups.

Policy Adherence & General Support

• Consistently enforce and implement community policies and procedures.
• Participate in ongoing training related to:
• Fair Housing laws
• Leasing paperwork
• YARDI and Nexus systems
• Accounts receivable
• Property technology
• Workplace safety
• Support additional administrative and operational duties as assigned.
• Availability for some weekend work, as required.

Qualifications

• Minimum of 1 year of property management experience required.
• Experience with processing lease renewals strongly preferred.
• Excellent written and verbal communication skills in a professional setting.
• Strong customer service orientation with a proactive and responsive attitude.
• Proficiency in Yardi, Microsoft Office, and other common business applications.
• Ability to learn new software and platforms quickly and effectively.
• Self-motivated and dependable; able to work both independently and collaboratively.

Pay Range

$24—$25 USD